The Challenge
Lilo Social is a 50-person eCommerce growth agency with a 90% client retention rate and Inc. 5000 recognition. You'll own the day-to-day retention marketing strategy for 7-10 DTC brands, executing campaigns that drive repeat purchases and customer lifetime value at scale.
Your Mission
Achieve 100% on-time campaign delivery across 7-10 client accounts with zero quality issues in first 30 days
Build trusted client relationships through proactive Slack/email communication and monthly strategic call participation
Master internal workflows: Asana project management, Klaviyo segmentation, SMS platform QA across Attentive and Postscript
Document and implement standardized QA checklists that reduce campaign launch defects by 50%
Maintain 95%+ client satisfaction scores through strategic recommendations that improve retention KPIs by 15%+
Lead list growth initiatives and on-site popup optimization that increases email/SMS subscriber acquisition by 20%
Identify and implement 3-5 retention performance optimizations (segmentation, send time, flow logic) per client per quarter
Mentor junior team members on Klaviyo best practices and retention fundamentals, reducing onboarding time by 40%
KPIs You'll Own
Campaign On-Time Delivery Rate
Percentage of retention campaigns and flows launched on schedule without quality issues across your portfolio.
Client Satisfaction Score
Net Promoter Score or satisfaction rating from assigned clients measuring perceived strategic support and execution excellence.
Revenue Per Recipient (RPR)
Email and SMS revenue generated per subscriber, tracked in Klaviyo and used to measure retention campaign effectiveness.
Email List Growth Rate
Month-over-month subscriber acquisition driven by on-site capture optimization and popup strategy execution.
Campaign Engagement Rate
Open rates, click rates, and SMS engagement metrics indicating copy quality and segmentation accuracy.
Tools & Stack
Your Team
Your Manager
Retention Strategy Lead or Senior Retention Manager (not specified)
Current Team
7-10 assigned client accounts; cross-functional team includes designers, copywriters, strategists, and developers
New role backfill - expanding retention account management capacity
The Package
Salary
$55K-$75K base
Remote
On-site in Colombia (no remote option)
Benefits & Perks
Company Intelligence
Lilo Social is a full-funnel eCommerce growth agency specializing in acquisition and retention for direct-to-consumer brands. With 50+ team members, they deliver paid media, email, SMS, and creative services across the entire customer lifecycle. They're a Klaviyo Master Elite Agency (top 0.2% globally) and 3x Inc. 5000 honoree.
Team Size
50
Customers
DTC eCommerce brands (hundreds of campaigns executed)
Culture
Partnership-first approach; 90% client retention; collaborative cross-functional execution
Is This Role For You?
- You're obsessed with email/SMS retention metrics and can spot optimization opportunities in campaign data
- You thrive on coordinating complex moving parts—managing 7-10 clients, multiple team functions, and tight timelines simultaneously
- You have hands-on Klaviyo experience and understand deliverability, segmentation, and lifecycle flow strategy
- You communicate with clarity and proactivity—clients trust you because you over-deliver on promises
- You're based in or open to relocating to Colombia and prefer on-site collaboration
- You need remote flexibility—this is on-site only in Colombia with no work-from-home option
- You lack hands-on email/SMS platform expertise (Klaviyo, Attentive, Postscript) and prefer pure strategy without execution
- You're burned out on client-facing work or struggle with rapid context-switching across multiple accounts
- You expect to manage team headcount/budgets—this is execution and coordination, not people management
Interview Process
Application & Portfolio Review
Submit resume, portfolio (Klaviyo campaign examples, SMS flows), and brief overview of largest retention accounts you've managed
Phone Screen with Retention Manager
30-min conversation on Klaviyo expertise, client communication style, and project management approach
Practical Case Study
Review sample Klaviyo flow or email campaign; identify QA issues, optimization opportunities, and strategic recommendations
Final Interview with Head of Retention
Deep dive on client management, cross-functional collaboration, and long-term growth within the agency
Interested in this role?
Apply now and hear back within days, not weeks.
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About CRM & Lifecycle Roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.